Navigating the world of software sales can be difficult—especially when you’re selling products from a company as prolific as Cisco. There’s just so much to know in order to help your customers succeed. That’s why Ingram Micro created a program aimed at helping Cisco partners reduce churn and boost customer adoption. It’s called Customer Experience as a Service (CXaaS) and it’s already helping Cisco partners serve their customers better than ever.
But what do we mean when we say “customer experience” or “lifecycle management”? Customer experience refers to the perception your customers have of your brand—for better or worse. And it’s your customer interactions throughout a sales lifecycle that determine those customer perceptions. Lifecycle management is the journey we take end customers on to help them align and realize business outcomes quicker to maximize the value of the solutions they purchase. Both factors are very important and require a dedicated team to adequately provide technical and sales support. But what if you don’t have the in-house personnel that can handle this? That’s where Customer Experience as a Service comes in.
Ingram Micro is proud to be the first distributor to bring the CXaaS model to market. It not only enables our partners to scale quickly and efficiently, but it also provides a unique differentiator that will appeal to their end customers. By utilizing a third-party platform, we’re able to improve an end customer’s time to value, reduce churn and increase renewal rate by identifying potential risk early on.
Our CXaaS team also creates customer success plans, which include KPIs and metrics to monitor each business, its consumption and ensure healthy post-sales engagement. Partners are able to leverage this service in numerous ways to manage top end customers, or to provide mentorship to partners who can train alongside our success managers and technical adoption specialists to understand how to engage with their customers.
If you’re ready to learn more about how a unified strategy in customer experience, customer success and sales lifecycle management can help your customers achieve their goals, visit our website today and schedule a free consultation. We’ll be happy to walk you through the program and how a CXaaS strategy can be tailored to fit your exact needs.